Social Customer Care Specialist - Disruption & Refund

Scoot; Singapore; On-site; SGD 36,000 - 58,000; Full time

Job summary

Scoot in Singapore seeks a Customer Service specialist to support guest queries and manage disruptions through non-voice channels, delivering timely and empathetic service recovery. You will work with internal teams and vendors, respond via Salesforce, handle refunds, and monitor social performance.

12-hour rotating shifts; proficiency in MS Office required; experience in social media management or live chat preferred.

Qualifications

• Bachelor’s degree or Diploma in any related discipline.
• Able to work 12-hr rotating shifts.
• Working knowledge of Microsoft Office with aptitude to learn and operate complex aviation scheduling/reservation software.
• Proven experience working in Social Media Management, Live Chat or Customer Service is preferred.

Responsibilities

• Respond to guest’s or fans’ requests, enquiries, comments and complaints via social channels using Salesforce.
• Address and resolve issues by liaising with relevant departments for follow-up.
• Monitor daily social operations to meet case resolution and first response time SLAs.
• Liaise with internal stakeholders to achieve case resolution.
• Follow up and ensure closure of customer feedback across social platforms.
• Attend vendor escalations and report daily social performance.
• Monitor disruption handling and coordinate with Fulfillment for passenger assistance.
• Determine service recovery options for disruptions.
• Maintain vendor product knowledge and conduct QA calibrations.
• Process refunds submitted via Salesforce.
• Assist customers from various channels with refund requests.

Job description

Scoot in Singapore seeks a Customer Service specialist to support guest queries and manage disruptions through non-voice channels, delivering timely and empathetic service recovery. You will work with internal teams and vendors, respond via Salesforce, handle refunds, and monitor social performance.

12-hour rotating shifts; proficiency in MS Office required; experience in social media management or live chat preferred.